AVP of Client Services (Remote)
The Assistant Vice President (AVP) of Client Services is accountable for driving operational excellence, service delivery consistency, client risk management, and team performance across an assigned client portfolio. This role leads Client Service Leaders (CSLs) by setting clear expectations, coaching for performance, developing leadership capability, and providing escalation support to ensure consistent execution of Businessolver’s client experience strategy.
The Gig:
Client and Operational Leadership
Lead service execution, client health monitoring, escalation management, and corrective action planning across assigned client portfolios.
Ensure consistent annual enrollment delivery, service continuity planning, and proactive resolution of client impacting issues.
Partner cross-functionally to align client strategies, address systemic service issues, and reinforce clear documentation and follow-through.
Set operating rhythms that create visibility into service performance, escalation trends, execution risks, and action plans.
Prepare CSLs to lead client conversations with data, sound judgment, and clear ownership of commitments.
People Leadership
Directly manage and develop CSLs through coaching, feedback, role clarity, development planning, and performance accountability.
Build leadership capability, support onboarding and capability development, and foster engagement, retention, and career growth.
Identify talent risks, succession needs, and differentiated development opportunities within the CSL population.
Execution and Performance Management
Lead daily operating reviews, monitor performance metrics, and use insights to prioritize action and continuous improvement.
Ensure capacity, workload distribution, and resource allocation support client needs and team performance.
Monitor adoption of new processes, tools, and expectations; escalate unresolved risks and reinforce accountability when gaps appear
Business Partnership
Support sales activities, finalist presentations, scope discussions, talent planning, workforce needs, and adoption of organizational initiatives.
Perform other duties as assigned and comply with all policies and standards.
What you need to make the cut:
8+ years of progressive leadership experience in Benefits Administration, Client Services, Customer Success, HR Technology, or Healthcare.
Demonstrated experience leading individual contributors and driving operational performance.
Strong coaching, employee development, and performance management capabilities.
Proven experience managing client escalations and service delivery risks.
Proven ability to use data, metrics, and insights to guide decision-making and improve outcomes.
The pay range for this position is $90K to $140K per year (pay to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data).
This role is eligible to participate in the quarterly bonus incentive plan.